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This book is about how to run services, in any organisation, in any industry. It describes the basics, the core stuff, in realistic pragmatic terms. And it is pragmatically brief - we kept it to 50 paperback pages.

The word all consultants and writers should avoid: "must"

How often do you see an article or report that provides advice by saying
"To implement ITIL successfully, then, you must address all three components of the ..."
"Those new to ITIL must establish specific goals for ..."
"Each organization choosing to implement ITIL must decide which processes..."
"Senior executives must lead the transition by ..."
"...impact and interdependencies across the ITIL framework must be clearly defined ..."

Perhaps if you have done a detailed analysis of a clients organisation you can say 'must' but in general it smacks of formulaic approach and pedagogy. Berating people, beat them about the head with dogma. You MUST.

It gets my back up. There are always options, there are always shades of grey. You don't know all the details of my situation. What "must" often means is "ideally", but "must" presents it as a law of physics. The business world does not work that way. Politics, pragmatism, resource constraints... many factors take us away from the ideal. Don't give me orders - we'll see what we can do ok? As Yoda might have said: "Can. Cannot. There is no must".

So now you can have fun by quoting back at me all the instances of me using "must". I said I'm trying to drive it out, not that I have succeeded.

And also remember the word "but" especially when used to answer to someone often means "not at all" or "I don't believe you". Example:
"You are rigt, but here it does not work that way"
"ITIL documentation is allways correct, but ..." (insert a BOKKE of your own choice)

But if I tried to eliminate "but" just about every paragraph I write would fall in half. But I guess you are right. However on the other hand alternately there are other ways of achieving the same effect. So I'll look into it but I still like "but".